Refund policy

Refund & Returns Policy

Last updated: 27 August 2026

We want you to be happy with your Neuthread purchase. This policy explains our additional 30-day returns policy and your legal rights as a UK consumer. Nothing in this policy affects your statutory rights.

Our 30-day returns policy

You may request a return within 30 days of receiving your item, including where the item was purchased in a sale. Once you have told us that you wish to return an item, please send it back within 14 days unless we agree otherwise.

To qualify under our additional 30-day policy, the item must be in the condition in which you received it: unworn other than reasonable trying-on, unused, with any original tags attached and, where reasonably possible, in its original packaging. You will also need your receipt, order confirmation or another reasonable form of proof of purchase.

To request a return, email sales@neuthread.com with your order number and details of the item you wish to return. If your return is accepted, we will send you instructions explaining how and where to return your parcel. Items sent back without first requesting a return may not be accepted.

For a change-of-mind return, you are responsible for the direct cost of returning the item. We recommend using a tracked service and retaining proof of postage.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will provide appropriate return instructions and cover reasonable return costs where required.

Returns should be sent to: Neuthread, Unit 1 Tees Business Park, Stockton-on-Tees, TS18 2RS.

Refund & Returns Policy | Prepared 27 August 2026

Your statutory right to cancel an online order

If you are a UK consumer buying online, you normally have the right to cancel an eligible order without giving a reason. You must tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods. If an order is delivered in separate parts, the cancellation period normally begins on the day after the final part is received.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods. You may cancel by emailing sales@neuthread.com, by sending us any other clear statement that you wish to cancel, or by using the cancellation form at the end of this policy.

Trying on and caring for returned items

You may inspect and try on clothing in the same way you reasonably could in a shop. Please do not wear an item beyond trying it on, remove its tags, wash it, alter it, mark it or otherwise handle it more than is necessary to decide whether it is suitable.

For a statutory cancellation, we may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item. This does not affect your rights where an item is faulty, damaged, incorrect or not as described.

Return postage

If we provide a prepaid return label, we will tell you before the return whether any return postage cost will be deducted from your refund. For a change-of-mind return, you are responsible for the direct cost of returning the item unless we agree to cover it.

If an item is faulty, damaged, incorrect or not as described, contact us before returning it so we can provide the correct instructions. We will cover reasonable return costs where required by law.

Refunds

For a valid statutory cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option, if you paid an outbound delivery charge. If you chose a more expensive delivery service, we are not required to refund the additional amount above the cost of standard delivery.

We will issue the refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, 14 days after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or you provide evidence of return, whichever happens first.

Refunds will normally be made to the original payment method. You will not be charged a fee for the refund. Your bank or payment provider may take additional time to show the funds in your account. If more than 15 business days have passed since we confirmed that your refund was issued, contact sales@neuthread.com.

Faulty, damaged, incorrect or misdescribed items

We are under a legal duty to supply goods that are of satisfactory quality, fit for purpose and as described. Please inspect your order when it arrives and contact sales@neuthread.com as soon as possible if an item is faulty, damaged, incorrect or not as described. Include your order number and, where helpful, photographs of the issue.

Depending on the circumstances and the time that has passed, you may be entitled to reject the item and receive a refund, or to receive a repair, replacement, price reduction or final right to reject. These rights are separate from our additional 30-day returns policy and your statutory right to cancel an online order.

Sale items

Sale and reduced-price items are included in our 30-day returns policy and carry the same statutory consumer rights as full-price items. A reduction in price does not remove your rights if an item is faulty, damaged or not as described.

Items that cannot normally be cancelled

The statutory right to cancel does not apply to certain goods. Relevant examples may include goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken.

A garment being one of a kind, made from limited textiles or produced in a small quantity does not by itself make it personalised or exempt from cancellation. We will only rely on an exception where it legally applies to the specific item and the required information was provided before ordering. Your rights remain unaffected if an exempt item is faulty or not as described.

Exchanges

Because many Neuthread garments are one of a kind or made in very limited quantities, a replacement size or identical exchange may not be available. The quickest option is normally to return the original item and place a new order. Contact sales@neuthread.com if you would like to ask whether an exchange is possible.

Contact

Email: sales@neuthread.com

Returns address: Neuthread, Unit 1 Tees Business Park, Stockton-on-Tees, TS18 2RS

Cancellation form

You may use this form, but you do not have to.

To: Neuthread, Unit 1 Tees Business Park, Stockton-on-Tees, TS18 2RS; sales@neuthread.com

Notice: I/We give notice that I/We cancel my/our contract of sale for the following goods:

Order number: ____________________________________________________________

Goods: ____________________________________________________________

Ordered on: ____________________________________________________________

Received on: ____________________________________________________________

Customer name: ____________________________________________________________